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user_m1jddz
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Conversationalist

16 Messages

Wednesday, October 18th, 2023 7:48 PM

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Technician gave me a XG2V2-P when he replaced my XG1v4 DVR

I am really unhappy with the Pace XG2V2-P DVR that a technician swapped for my Arris XG1v4 DVR when he was troubleshooting an upstream problem (my previous DVR was fine) last week.

According to the X1 web page the DVR should:

"Pause and rewind 60 minutes of live TV"

But it only has 20 minutes and that's even sporadic.  A lot of the time (like if I turn my TV off and on) the 20 minutes is gone.  

It is really frustrating.  I'm paying the same for something that is less functional.

I want my old box back. 

Does anyone have any suggestions?  I have tried to see if there is some setting but I haven't found it.

Question

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Updated 

1 year ago

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XfinityAirelle

Official Employee

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2.1K Messages

1 year ago

@user_m1jddz

Hi there! Our awesome team can send you a new XG1v4 box! Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

10

user_m1jddz

16 Messages

@XfinityAirelle​ Thank you so much for the reply.  I have as you requested submitted a DM with this information.

1 year ago

0

user_m1jddz

16 Messages

I wanted to update this that I received my Arris DVR box and it was so easy to install it.  It is a million times better than the PAC DVR -- it is faster and just a huge improvement.  I am so happy.

1 year ago

0

XfinityAldrik

Official Employee

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1.7K Messages

Thanks again for reaching out to us @user_m1jddz! We’re glad we could help with replacing your DVR!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_m1jddz

16 Messages

I don't know how to mark this as an Accepted Answer, but it is.  

The XG1V4 is a far superior piece of equipment, in comparison to the XG2v2.  So much so that I am surprised that the latter would be supplied to customers paying for this service.

I returned the latter to the store and handed it off to staff there.  It does seem there's some chaos with my billing about now having an additional box but I am assuming that will be sorted out.

1 year ago

0

XfinityBillie

Official Employee

 • 

2.8K Messages

@user_m1jddz Thank you for working with us via DM! I'm thrilled that we were able to get you taken care of and explain the billing to you. I hope you have a wonderful day.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_387185

Contributor

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20 Messages

1 year ago

File an informal complaint with the FCC, it’s free and it works. An English speaking person will call soon

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